Returning a Product

Rahul bought a pair of shoes online that turned out to be the wrong size, so he visits the store to return them and get a refund or exchange.

Meanings in Rahul, Store Staff

Key words and phrases

receipta printed proof of purchasePlease keep the receipt safe for returns.

refundmoney given back for a returned productI'd like a refund for these shoes.

exchangeto swap a product for a different oneCan I exchange this for a larger size?

warrantya promise to repair or replace a faulty product free of costThis product comes with a one-year warranty.

defectivehaving a fault or flawThe zipper on this bag is defective.

return policya store's rules about accepting returned itemsWhat is your return policy for online orders?

invoicea document listing items purchased and their priceI have the invoice on my phone.

store staffemployees who work in a shopThe store staff helped me find the right size.

replacementa new item given in place of a faulty oneThey offered a replacement instead of a refund.

faultynot working correctly due to a defectThe charger inside the box was faulty.

packagingthe box or wrapping a product comes inPlease bring the original packaging for a return.

original conditionthe unused state a product was in when purchasedThe item should be in its original condition to be returned.

customer carethe department that helps customers with issuesI contacted customer care about the wrong item.

return windowthe time period within which a product can be returnedThe return window is seven days from delivery.

credit notea voucher given instead of cash for a returned itemThey gave me a credit note to use later.

damagedharmed or spoiled in some wayThe box arrived damaged during delivery.

size issuea problem where an item doesn't fit as expectedI'm returning these shoes because of a size issue.

exchange counterthe section in a store that handles exchangesPlease go to the exchange counter near the entrance.

taga small label attached to a product showing price or detailsDon't remove the tag until you're sure about the fit.

billa paper showing the amount paid for a purchaseMay I see your bill, please?

Useful sentences

Ask I'd like to return these shoes. Can you help me?
Answer Sure, do you have the receipt or invoice?
Ask Yes, here it is. The size doesn't fit me.
Answer No problem, would you like a refund or an exchange?
Ask I'd prefer an exchange for a larger size.
Answer Let me check if we have that size in stock.
Ask Is the item in its original packaging?
Answer Yes, and the tag is still attached.
Ask What is your return window for shoes?
Answer It's seven days from the date of purchase.
Ask Will I get the refund in cash or online?
Answer It will be credited back to your original payment method.
Ask Can I get a credit note instead?
Answer Yes, that's also an option if you prefer.
Ask This bag I bought last week is defective.
Answer I'm sorry to hear that. We can offer a free replacement.
Ask Where is the exchange counter located?
Answer It's right next to the billing counter.
Ask Do I need to fill any form for the return?
Answer Just a short form, and we'll process it right away.

Dialogue

RahulHi, I'd like to return these shoes. The size doesn't fit me.

Store StaffSure, do you have the receipt or invoice with you?

RahulYes, here it is. I bought them three days ago.

Store StaffThat's within our return window. Would you like a refund or an exchange?

RahulI'd prefer an exchange for a larger size, if it's in stock.

Store StaffLet me check. Is the item in its original packaging with the tag attached?

RahulYes, everything is exactly as it came.

Store StaffGood news, we have your size available for exchange.

RahulGreat, thank you. Do I need to fill any form?

Store StaffJust a short one, and we'll process it right away.

Common mistakes

Saying "I want to change this product" instead of "I want to exchange this product" — change and exchange have different meanings.
Saying "give me money back" instead of "I'd like a refund" — the polite phrase is more appropriate in a store.
Saying "bill" and "receipt" as if always identical — a bill is often the same as a receipt, but ask which term the store uses.
Saying "this is not working" instead of "this is defective" or "this is faulty" when describing a broken product.
Saying "return policy time" instead of "return window" — return window is the correct term for the allowed period.
Saying "give credit note money" instead of "issue a credit note" — credit note is a voucher, not cash.

Quick quiz

1. What is a "return window"?

2. Complete: "I'd prefer an ___ for a larger size."

3. What does "defective" mean?

4. A voucher given instead of cash for a returned item is called a ___.

5. What is a "return policy"?

6. Complete: "Please bring the original ___ for a return."

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